As a Tech Support Engineer, you will play a key role in supporting our worldwide customer base and their online transformer monitoring solutions both pre-sales and post-sales. You will serve as a technical expert and work closely with other departments ensuring seamless product deployment, operation, and customer satisfaction. Organizing training sessions internally and externally to customer will be part of your job.

This position is ideal for a result driven, self-directed professional with a strong technical background in asset protection devices for the electrical grid. Working experience with Qualitrol monitoring solutions will be highly valued, especially with Online DGA, Transformer Monitoring System (QTMS), and SCADA communication protocols. 

 

Responsibilities

Diagnose and troubleshoot both internal (i.e. Field Engineers) and external customer technical issues for various transformer monitoring devices including Online DGA (TM1, TM3, TM8, DGA150), QTMS, Bushing Monitoring (QTMS-BM), and ITM509 Research and identify solutions to software and hardware issues Remote support for installation, commissioning, maintenance, and repairs Organize high quality training to both internal departments and external customers Communication protocol troubleshooting and online support configuring and integrating SCADA systems using Modbus, DNP3, and IEC61850  Ask customers targeted questions to quickly understand the root of the problem Guide clients through a series of actions, either via phone, email, remote connection or chat, until they have solved a technical issue Track issues through to resolution, within agreed time limits Pre-sales/post-sales assistance for CBM projects Provide prompt and accurate feedback to customers  Properly escalate unresolved issues to appropriate internal teams (e.g. Engineering, Quality)  Ensure all issues are properly logged in Salesforce Prioritize and manage several open issues at one time  Follow up with clients to ensure their systems are fully functional after troubleshooting  Prepare accurate and timely reports  Document technical knowledge in the form of notes  Maintain strong, professional relationships with clients Internal and external practical customer training Travel in Support of the Field Service Organization

Qualifications

Possess 3+ years of relevant experience  Bachelor’s degree in electrical, Mechanical Engineering or relevant field of study, preferred Experience in customer support, customer service, customer experience or relevant technical roles  Strong analytical and problem-solving skills. Proven ability troubleshooting and finding practical solutions to complex issues to meet customer needs Excellent communications skills both verbal and written. Ability to interface with customers at different levels to communicate technical ideas and concepts clearly and in simple terms  Ability to understand and interpret detailed engineering documents, drawings, and wiring diagrams, drawings, and wiring diagrams Ability to travel up to 20% of the year if necessary

#LI-REMOTE

#LI-CS23

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.